Patient Representative; rotating

Job Information

Department: Pediatrics‑Emergency Medicine

Position: Patient Experience Representative

Schedule: 3:00 pm–11:30 pm rotating shift, per diem

Hours: Full‑time, 40 hours/week

Training Commitment: 6 weeks/40 hours/week training (day, evening, weekend) before per diem shift

Job Types: Regular, Temporary, Per Diem

Location: Boston Children’s Hospital, onsite only

• Providing positive and effective customer service to support departmental and hospital administrative operations.
• Scheduling patient encounters and procedures, coordinating within and across providers, departments, and institutions.
• Answering, screening, and routing telephone calls; recording and forwarding messages; triaging calls for urgent information or services; initiating calls for emergency services as required.
• Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
• Greeting and directing patients, families, and visitors.
• Monitoring daily schedule and patient flow to optimize resource utilization and patient experience.
• Communicating with clinicians and supervisors and routing patients/visitors to maintain efficient patient/visitor flow.
• Serving as a liaison with Engineering, ESD, Biomedical Engineering, and Materials Management to resolve equipment, supply, cleaning, and safety issues.
• Collecting and organizing medical records, information, materials and supplies required for admissions or encounters; preparing requisitions and other standard forms as requested by clinicians or supervisors.
• Verifying, recording and processing patient demographics, insurance/payment and referral information for patient encounters.
• Collecting, compiling and forwarding related documentation for reimbursement.

• High‑school or GED diploma (Bachelor’s degree preferred).
• Superb customer service, keen attention to detail, strong computing skills with ability to learn new software quickly and manage multiple systems simultaneously.
• Minimum of five shifts in a six‑week period, including some weekend shifts; holiday shifts required; training equivalent to 6‑8 weeks of full‑time shifts.
• Ability to work independently and as part of a team.
• Preferred experience in customer service, administrative or healthcare settings.
• Strong verbal and written communication skills; empathy in difficult interpersonal situations.

Pay Range: $19.06 – $27.64 per hour